Highlights
Position Title Tier 2 Technical Support. Position Location Washington, D.C.
Numbers & Facts
| Location | Washington, DC |
| Job Type | Full-time, Employee |
| Industry | Government and Military |
| Website | https://www.sysplus.com/careers/ |
Description
Position Title Tier 2 Technical Support
Position Type Full time, Onsite
Position Location Washington, D.C.
Job Responsibilities
• Provide professional, high-level technical support to executive customers and management,
particularly in urgent or emergency situations.
• Deliver on-site support for mobile devices, hardware installation, software configuration, and
troubleshooting.
• Assist agency offices in installing, configuring, and using agency supported software and
applications.
• Decommission devices by wiping Macs, iPhones and iPads.
• Contribute to the development of user-facing documentation and installation guides.
• Maintain and expand a comprehensive knowledge base of commonly used software, hardware,
and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).
• Offer consulting services to agency offices on best practices, system usage, and technology
recommendations.
• Act as an escalation point for resolving complex end-user issues requiring advanced technical
expertise.
• Perform user data migration tasks upon request, ensuring data integrity and security.
• Create and deploy system images for computers and laptops to streamline setup and deployment
processes.
• Perform mobile device and endpoint management console support (AirWatch, BigFix, Apple
Business Manager, Workspace ONE, Intune, Jamf).
• Configure workstations to meet user requirements, including profile setup, printer configuration,
dual monitor setups, and other peripheral installations as needed.
• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and
software issues.
• Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.
• Perform other official duties as assigned.
Qualifications
• Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating
systems.
• Five (5) years of Active Directory user and account administration.
• Five (5) years of experience supporting Microsoft Windows and Office 365 applications.
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems
(i.e. BMC Helix (Remedy)).
• Three (3) years of experience supporting clients using remote access software.
• Three (3) years of experience supporting remote connectivity (VPN).
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
• Three (3) years minimum experience in:
o IT Call Center environments
o Active Directory user and account administration
o Supporting Microsoft Windows 10 and Office 365 applications
o Supporting mobile operating systems (iOS, Android)
o Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
• One (1) year minimum experience supporting:
o macOS
o Remote access tools (e.g., Cisco AnyConnect)
o VPN and secure remote connectivity (RSA SecurID experience preferred)
• Ability to lift up to 50 pounds of equipment as needed for on-site hardware support.
• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP
tools and protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions
with executive-level staff and management.
• Ability to operate effectively in a fast-paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve
user issues.
• Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business
Manager (ABM), Workspace ONE, or Intune.
• Be self-motivated to work supervised and unsupervised as needed.
Security/background check
Skills
- Incident Management
- Change Management
- Knowledge Management
- Remedy Help Desk
- IT Requirements
- Call Centers
- Technical Support
- Active Directory Services Interface
- Microsoft Office
- SharePoint Services
- MACOS
- CISCO
- RSA SecurID
- COTS Software
- Hardware Repair
- Master Data Management (MDM)
- Jamf
- Apple Business Manager
- Workspace ONE
- Intune
About Company
Meet Systems Plus
Systems Plus, as a company, is a testament to its people’s hard work, dedication, and commitment to success. That commitment to success is seen by conducting business based on our Core Principles:
AGILITY: With over 25 years of experience in the commercial, Federal, and Defense market, Systems Plus has proven its ability to adjust, withstand, and prosper in all economic climates. We embrace change by driving digital transformation and flexible processes for rapid-decision making.
CURIOSITY: Systems Plus utilizes exploration and innovation to excel at creative problem solving, maximize creative thinking, and increase collaboration.
TRUST: Systems Plus has become one of the most reputable businesses supporting the Federal market-space, consistently earning excellent performance references from its customers. We gain the trust of our clients by encompassing a deep understanding of their mission, unwavering commitment to excellence and quality, and practicing good judgement and expertise.
PEOPLE: Systems Plus employs and retains highly qualified professionals because of its unique culture that is as much family oriented as it is encouraging each team member to develop their professional interests to maximize competencies, motivation, productivity, and quality solutions.
VISION: Utilizing a wide variety of Contracting Vehicles and engagement strategies, and offering a diverse portfolio of services, Systems Plus is able to support their customers on a global scale and deliver results that meet their missions.
Our Philosophy
At Systems Plus, we’ve built more than a business — we’ve built a culture where people are inspired to do their best work. It’s a place where careers thrive, talent is recognized and big ideas are brought to life. Our success is powered by the innovation, passion and dedication of our people, and that’s what makes us different. If you’re ready to grow, be supported and take your career to the next level.